Rapid Restoration

The scope of the job included removing a kitchen/dining room ceiling (and installing a new ceiling) , removing crown molding ( to be re-installed) changing the existing lighting,and painting both wall areasi chose the paint color (for the ceiling and walls) as well as the new light fixture and left those with the project managerThe agreed time frame was week I was impressed with the professionalism of the Project Manager, as we consulted several times prior to beginning of the projectAs the project occured while I was out of town on vacation, we had the conversation regarding the integrity of the crew prior to my leavingI am pleased to say that the safety of my belongings was never an issue I received pictures while on vacation showing the progressi spoke with the owner and/or project manager via phone to discuss any findings they discovered as demolition reveals I was very excited to come home from vacation and walk into a remodeled kitchen dining area that was completed in the time frame promised and professionally cleanedI was not disappointedmy expectations were met and exceeded

My house was damaged due to an ice dam during the late February ice storm in Nashville The team did respond quickly and was able to get equipment to my house on Sunday, Feb I had a total of fans and commercial dehumidifiers across rooms in my home The team had to tear out some saturated dry wall They left the bags of trash in my garage and said they would be back by Wednesday the coming week to get the equipment and trash I had to beg someone to come get the equipment from my house 1/weeks later My adjuster tried to reach the office to get the mitigation quote over times with no call back I called times with no call back I was finally able to talk to someone who told me they were working to have them complete by Friday; she was the first person to give me ANY information The customer services at Rapid Repair was VERY disappointing The best service I received was the guy who finally came and picked up the equipment We were going to use RR for the reconstruction but obviously decided to go with someone else I also recommended RR to a few coworkers when we first go the equipment, but I have since told them to not use them; it didn't matter any way because they never called my coworker back

Nome of this is accurateThe project was completed over years agoAll permits were pulled and all inspections were made from the township inspector and also the insurance companyAll construction was built to codeThe ***'s are upset because the insurance company is denying a claim for a
colapsed roofWhich happened due to heavy snow loads over the past winter of There was an over abundance of snow fall last winterAfter speaking to the ***'s numerous of times over the phone about the roof colapse and telling them to pull all the township documents showning that all our work was inspected and built to codeThey did notI asked Mr*** what he wanted me to doHe told me to pay for itI simply said if it is not our fault why would I pay for itBut I will be glad to help you out with pursuing the insurance company for the claim they are trying to denyAgain everything was inspected and built to codeJust because the snow fall was so heavy over the winter does not mean rapid has poor workmanshipIt just means accidents happenWe are always available to help our clients and or fix anyhting that we are responsible for fixing. As for the missing items this is the first time I am hearing about these things after completing this job over years agoIn my opinion these statements being made are slander to hurt my businessagain if these problems were brought to my attention during the months of waiting for the insurance to settle and during the construction periodI as the owner would of been glad to discuss thesee issues and make them right imeidetly if they were our faultThe same people still work for me today that worked for me then and there are no reports of clients complaing on here about stollen items or poor constuction practicesAgain I feel the ***'s dont know where to turn after the insurance compamy denied there claimAnd again I told the ***'s I would be glad to help with that gathering evidence of and talk to who who ever I needed to to try to help themFor them to make things up with no eveidence and over years later I feel is very wrongAnd also evidence that these complaints are invalidIf thet were valid why werent they made at the time they were noticedI pray these statements do not effect my bussiness in a negative way that we worked so hard to build and maintain a great reputation!!!!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Yes we are meeting with an arbitration to try to settleAt this time we feel we have no liabilityThis job was inspected by township and was completed approx years ago
Jason- Rapid Restoration LLC
Cell-###-###-####
Office-###-###-####
Fax-###-###-####

The scope of the job included removing a kitchen/dining room ceiling (and installing a new ceiling) , removing crown molding ( to be re-installed) changing the existing lighting,and painting both wall areas. I chose the paint color (for the ceiling and walls) as well as the new light fixture and left those with the project manager. The agreed time frame was 1 week.
I was impressed with the professionalism of the Project Manager, as we consulted several times prior to beginning of the project. As the project occured while I was out of town on vacation, we had the conversation regarding the integrity of the crew prior to my leaving. I am pleased to say that the safety of my belongings was never an issue.
I received pictures while on vacation showing the progress. I spoke with the owner and/or project manager via phone to discuss any findings they discovered as demolition reveals.
I was very excited to come home from vacation and walk into a remodeled kitchen dining area that was completed in the time frame promised and professionally cleaned.. I was not disappointed. my expectations were met and exceeded.

My house was damaged due to an ice dam during the late February ice storm in Nashville. The team did respond quickly and was able to get equipment to my house on Sunday, Feb. 22. I had a total of 6 fans and 2 commercial dehumidifiers across 3 rooms in my home. The team had to tear out some saturated dry wall. They left the bags of trash in my garage and said they would be back by Wednesday the coming week to get the equipment and trash. I had to beg someone to come get the equipment from my house 2 1/2 weeks later. My adjuster tried to reach the office to get the mitigation quote over 5 times with no call back. I called 4 times with no call back. I was finally able to talk to someone who told me they were working to have them complete by Friday; she was the first person to give me ANY information. The customer services at Rapid Repair was VERY disappointing. The best service I received was the guy who finally came and picked up the equipment. We were going to use RR for the reconstruction but obviously decided to go with someone else. I also recommended RR to a few coworkers when we first go the equipment, but I have since told them to not use them; it didn't matter any way because they never called my coworker back.

Review: My home was destroyed by fire Rapid Restoration was hired to do the repairs. After 9 mos. of agony and delays Since I made the mistake of paying up front the house was supposedy ready. Upon inspection the home was incomplete the workmanship was a disgrace and they refused to return any calls!They were given funds to replace my kitchen appliances my lighting fixtures etc. No money was received work was received.the home started to fall apart. Floors creaking no shelvins in closets window crank guards not installed tiles in bathrooms cracking and now above everything else the roof is sinking. This only part of the entire problems. Items were unaccounted for after the fire (tv. Bose radio system,tools sports awards,stop watches ,digital cameras )camera returned It was like a fire sale alledgey someone helped themselves to everything when I inquired about the missing items I was told they were damaged in the fire and dumped outside in the dumpster upon my inspection that was not accurate. Now I have a house that is falling apart a estamate of 15,000-20,000 to fix the roof money is owed to me and no return calls! Anyone who uses this company had better beware. Adding to this they also tried to steal my 6.000 dollar air conditioner and replace with a piece of junk.Desired Settlement: All repairs properly finished .Funds due me are to be returned!

Business

Response:

Nome of this is accurate. The project was completed over 3 years ago. All permits were pulled and all inspections were made from the township inspector and also the insurance company. All construction was built to code. The [redacted]'s are upset because the insurance company is denying a claim for a colapsed roof. Which happened due to heavy snow loads over the past winter of 2013. There was an over abundance of snow fall last winter. After speaking to the [redacted]'s numerous of times over the phone about the roof colapse and telling them to pull all the township documents showning that all our work was inspected and built to code. They did not. I asked Mr. [redacted] what he wanted me to do. He told me to pay for it. I simply said if it is not our fault why would I pay for it. But I will be glad to help you out with pursuing the insurance company for the claim they are trying to deny. Again everything was inspected and built to code. Just because the snow fall was so heavy over the winter does not mean rapid has poor workmanship. It just means accidents happen. We are always available to help our clients and or fix anyhting that we are responsible for fixing. As for the missing items this is the first time I am hearing about these things after completing this job over 3 years ago. In my opinion these statements being made are slander to hurt my business. again if these problems were brought to my attention during the 9 months of waiting for the insurance to settle and during the construction period. I as the owner would of been glad to discuss thesee issues and make them right imeidetly if they were our fault. The same people still work for me today that worked for me then and there are no reports of clients complaing on here about stollen items or poor constuction practices. Again I feel the [redacted]'s dont know where to turn after the insurance compamy denied there claim. And again I told the [redacted]'s I would be glad to help with that gathering evidence of and talk to who who ever I needed to to try to help them. For them to make things up with no eveidence and over 3 years later I feel is very wrong. And also evidence that these complaints are invalid. If thet were valid why werent they made at the time they were noticed. I pray these false statements do not effect my bussiness in a negative way that we worked so hard to build and maintain a great reputation!!!!

Review: We hired Rapid Restoration after our home was lost to fire on November 9, 2013. They were contracted to board the house up immediately following the loss, and later to assist us with the documentation, salvage and cleaning of contents. In the weeks before they came family and friends worked with us to remove many valuables and household items. Rapid Restoration was hired to assist us with the final emptying of the house including furniture and particularly fragile items. This took place on December 15, 2012 and the experience was a negative one on many, many levels. A few days later we informed them we would not be working with them again. On March 19, 2013 we sent them a letter (below) describing why we’d chosen to work with another company for the remainder of salvage. At that point we were STILL awaiting receipt of the essential, promised photographs documenting what had been removed from the house and discarded. --- We have never received a reply to the letter, but on March 21, 2013 they sent us 41 images “documenting” the day. The salvage day had been utter chaos. They had assured us that nothing would be thrown away without passing before our eyes, but it was a free-for-all. We were assured that they had photos of everything. Our expectations were low regarding the images, but never could we have imaged the coverage would be this incompetent. Proper documentation was essential for the sake of our insurance claim. The (41) images they provided are useless. Their “comprehensive” coverage of our contents included: (3) photographs of one box (in the garage) that WE had packed, sealed and labeled prior to their arrival.

(2) photographs of their employees. One in the house. One in the garage.

(24) photographs showing fragments of furniture / rooms. These are dark and blurry, some would not even be recognizable if you didn’t already know what you were looking at.

(1) photograph of a floor. None of the rugs we requested, just a floor.

(1) photograph of a damaged wall.

(2) photographs of the empty downstairs bathroom.

(3) photographs of dishes in the garage that WE had removed from the house and organized prior to their arrival.

(5) random, poorly composed, photographs of the exterior of the house. --- To better understand the incompetent coverage, those images may be viewed at this website [redacted]. --- We are now depending on our memories to compose the insurance claim. We have informed [redacted] of our situation and are desperately trying to recall everything that was on the first floor of our home. We are crossing our fingers that we can remember, and that [redacted] will take our word for it. --- Another company assisted us in completion of salvage, and the experience was superior in every way. --- We’d contemplated a formal complaint prior to receipt of the photographs. The inappropriate behavior, lack of systems, poor counsel, and over billing warranted that but Rapid Restoration did revise their invoice when we pointed out the large billing discrepancy. We thought that writing the letter below might support them in improving their skills. However, when we received their images it became clear that we were going to take another financial hit, that our job was again going to more difficult than was necessary. In the face of an already devastating loss they have cost us so much more. ---------------------------------------------------------------------- FOLLOWING IS THE LETTER WE WROTE TO RAPID RESTORATION, TO WHICH THEY HAVE NEVER RESPONDED ---------------------------------------------------------------------- March 19, 2013 --- Dear [redacted], --- We are writing this letter so that you might better understand our decision to discontinue the use of your services for the salvage, demolition and rebuilding of our home, which was lost to fire on November 9th. We remain grateful for the prompt arrival and assistance that first, difficult night. We would also like to acknowledge the hard work of your employees. The failure was not due to their lack of effort, but rather the lack of systems, training, and proper equipment. --- The first few weeks after the fire were spent removing a lot of smaller possessions from the house. You told us that the professional product, [redacted], would enable us to save some things. We were lost, trying to understand what could actually be cleaned and what had to be let go. We were told we could purchase the product at Home Depot or Lowes but that proved to be untrue. Several precious days were lost to running around, spinning our wheels, trying to purchase it ourselves, looking for a substitute. We had called at least three times over the course of several weeks before it was finally dropped off at the house. And, in the end, the product was utterly useless. We spent days in that freezing cold garage with no heat, light or water scrubbing dishes and ceramics. We purchased buckets and gloves and scouring pads and actually let our things soak for hours in the stuff, but it did not budge the soot and oil. Just before your people came for salvage day we gave up, realizing we had to make space for what was coming out of the house. We photographed, then ruthlessly discarded thousands upon thousands of dollars worth of dishes, cooking tools, bric-a-brac, glassware, utensils, appliances and textiles. Family things. Things with history. Things that we have to purchase again. We trusted that you were the professionals and if the product you recommended did not work our possessions were beyond saving. --- Prior to salvage day we asked thorough questions about how the event would be managed. We were assured that you had a system and were promised that we would be in control. We would stand in the driveway. Everything would be carried out of the house and pass in front of us. We would have our cameras and document every single thing. We would then point to the dumpster or to the [redacted]. The girls would be outside the [redacted], wiping down the things we wanted to keep, then packing them carefully. Sounded right. --- Well – the day was anything but that. It was utter and complete chaos. To their credit, your people worked hard. But there was little to no management of the situation. We had removed many items from the house and organized them in the garage for cleaning, hoping your people knew better how to use the [redacted]. Your company knew the conditions, the extent of the damage and what the weather was going to be. It was freezing out. We expected a generator for light, maybe a space heater. Some tables for processing. Gloves for cleaning. Your people had no heat, no light, no water, no table, no gloves, no buckets, no tools. They asked us for ours. They tried cleaning with our products because yours did not work. They were, as we had been, extremely uncomfortable due to the conditions. --- When your crew arrived their demeanor was – inappropriate – for the situation. We were both devastated, but prepared to do the work. We were not prepared for crass humor, loud laughter and the broadcasting of unsavory tales of the previous night’s escapades. You’ve done this before. It is devastating beyond description. People are witnessing their valuables, their history, their mementos of a life being torn from what used to be their home by strangers and thrown into a dumpster. This devastating event deserves a more respectful tone. Your people should be schooled to be more sensitive to the circumstances. --- We’d left our fine china and crystal in the house, assuming it would be safer there and that the “professionals” would be equipped to carry it out and pack it properly. But it seems your company has no system for shuttling things out. We had to offer our tubs and towels for padding, as they were just going to grab handfuls of fine stemware. It was an impractical approach in terms of potential damage and efficient use of time. --- As to everything “passing before our eyes”, that was a joke. It was complete chaos. We were both panicked and overwhelmed when it began to happen, we didn’t know where to focus our energies. There was no game plan, no instruction that we were privy to, just a moment when things started coming out of all orifices and being thrown. There was no denying the emotion of the day, but we never could have anticipated that level of upset. --- We lost our home to FIRE. Prior to our loss, we did not allow smoking on our property. We find it offensive and consider it to be harmful. [redacted] is a cancer survivor. Your people should not smoke cigarettes unless your client grants permission. If they’re permitted to smoke they should dispose of the butts properly, not toss them on the floor in the house (which is still HOME) and on the lawn. They should also not urinate on your client’s lawn. --- We explained elaborately and well in advance that [redacted]s studio was an extremely sensitive situation, and not just because of the collapsing floor. Many of our family’s personal papers, including passports, birth certificates and social security cards, were in there somewhere. There were numerous small, valuable items on the desk and the drafting table. [redacted]’s entire work history was in there, things that her clients depend on. All of our family photos and slides. Nothing was to be touched without us present. Well, amidst the chaos we both suddenly realized that your people were in there and working. Sweeping the floor and shoveling piles of stuff into trash bags. [redacted] ran around to the dumpster and just barely stopped them from being thrown in. [redacted] heard this and suggested he was in control of it. He absolutely was not. When we sifted through those bags weeks later we found many of the items we’d been looking for, including valuable jewelry. --- We have not yet begun submitting our claim for possessions, but are extremely concerned about what was lost that day. About what was not properly documented. We made it clear in advance that we had fine things. We told you we had antiques, collections of great value, and fine art. A snapshot of sooty wine glasses thrown into a box is not going to prove that they are antique, or [redacted] rather than something from the [redacted] and [redacted]. It does not tell the insurance company how many there were and of what style. Carpets can be wool or acrylic or silk – it matters. The measurements matter. The condition matters. Bigger and more finely woven carpets cost a lot more. All of our rugs were thrown into the dumpster without (we assume) any detail photograph, photographs of labels, or actual measurements. When [redacted] expressed concern about this and requested the carpets be dragged out and measured, that request was overridden. We can only hope that appropriately descriptive photos were taken by your people. --- We trusted that you were the professionals, that you had the experience to guide us. [redacted] shook his head regretfully and told us to let things go. Your people told us that they couldn’t save our expensive china and glassware, “Sorry, you’ll have to throw these away, they won’t come clean”. In the end it was a neighbor, another victim of fire, who supplied us with an inexpensive, non-toxic and readily available product that cleans just about everything. But – that was discovered long, long after we had discarded a large percentage of our possessions in the dumpster. Your product didn’t come close to working. This stuff just melts it away. We have cleaned precious fabric, glass, metal, ceramics and even plastic with no residual odor. We have even cleaned some paper. The dishes your people scrubbed for hours and then told us to throw away (valued at close to $2,000.00, by the way), took us less than an hour to clean. We paid you for that fruitless time. We paid you for the time your people spent looking for tools to work with. We lost SO VERY MUCH that we didn’t have to as a result of your bad counsel. --- There were several occasions (such as when the women could not clean the dishes) where [redacted] instructed them to do something else. It was clear that it was a waste of precious, expensive time. A common sense decision. But [redacted]’s request was again overridden and the women were told to continue. Not your company’s time. Not your company’s decision. Not your company’s dollar to spend. --- [redacted] left around noon for another job. At 2:00 pm your people suddenly ended the workday. Surprising, but in the end a relief. It had been five hours of pure hell. We had no idea what was crammed into the [redacted] or thrown into the dumpster. The [redacted] was haphazardly packed with – we hardly knew what. Nothing had been wiped down. There were no pads between furniture stacked on top of other furniture, which resulted in deep scratches to surfaces. There certainly were things in the [redacted] that we would have sent to the dumpster, but no one had asked us. It just happened. After your people left we actually used a ladder to recover some of the things at the very top of the dumpster, but it was so full, and so dangerous we knew we could not delve any deeper and had to walk away. --- As your people were leaving [redacted] found one fellow cracking open the air conditioners. When [redacted] asked him what he was doing he said, “Getting the copper”. Really? --- We also had to stay and board up several windows that your people left open. --- The only word for how we felt at the end of that day is shell-shocked. It was like we experienced the fire again, but worse. Because during the fire we felt we had professionals fighting FOR us. On salvage day there was equal emotion, but in the midst of it we were trying to control and instruct the people who should have been taking care of us. And that was impossible. Too many people, too many places, and no one really listening. And we are left wondering what is gone. --- When we were invoiced for that horrific experience we were billed an eight-hour day when your crew actually worked five hours. They arrived at 9:00 am and left promptly at 2:00 pm. Before signing with our new salvage company we had the opportunity to shop around, a luxury that was not available the night of the fire. As it turns out your rates are remarkably above average. Our experience with this new company has been excellent on all levels, and their hourly rate is – well below yours. The dumpster they provided (the same size as yours) is costing us close to 40% less than what you charged. --- It is now in excess of thirteen weeks since the salvage day and though we have asked numerous times - we still have no disc of photographs. We were assured that everything was documented, and while we have little confidence that that actually happened to the level necessary we still expect to receive your documentation of the day. --- Our hope is that writing this letter will support you in improving your systems and training, and properly equipping your employees, sparing some future client having to endure a similar experience. It was our home, our possessions. It should have been our decision as to what was saved and what was let go. It should have been done respectfully. Experiencing the horror and loss of a fire is devastation enough. Presenting yourselves as the professionals in a situation of such emotional, financial and life-altering enormity is a moral responsibility that you should better prepare yourselves to live up to. --- Sincerely,

[redacted] and [redacted]--Desired Settlement: We would like Rapid Restoration to provide the promised "comprehensive photographic coverage" of our house contents.

Business

Response:

This company robs you!!!They have you sign a contract, claiming you need them for smoke machines & basic cleaning for smoke damage. My house was next door from a fire & didn't need much cleaning... I was charged close to $6,000 for basic cleaning services that you would pay maybe $200 for. My insurance didn't even cover this much so I have to pay out of pocket..They even took pictures of things I was cleaning & charged me & charged me for thing that weren't done? Why the people seemed nice, they were snakes looking to rob you. I am writing this review so people know how this company run, so you can be aware before hiring them.